Even in this digital age, the Post remains, for millions of people, the most accessible means of communication. The International postal services are run under aegis of the Universal Postal Union (UPU) the world over. One hundred ninety countries of the world are members of the UPU, which is the largest physical distribution network in the world. The Universal Postal Union (UPU) is a specialized Agency of the United Nations (UN). The UPU is the primary forum for cooperation between postal services and helps to ensure a truly universal network of up-to-date products and services. It sets the rules for international mail exchanges and makes recommendations to stimulate growth in mail volumes and to improve the quality of service for customers. Pakistan Post Office is a member of Universal Postal Union (UPU) and follows the decisions taken by the UPU. Pakistan Post Office Department was set up under the authority of Post Office Act, 1898 to provide domestic as well as international postal and allied services.

Keeping pace with the changing communications market, Posts are increasingly using new communication and information technologies to move beyond what is traditionally regarded as their core postal business. They are meeting higher customer expectations with an expanded range of products and value‐added services.

2. The Role of the Post in Pakistan

The Post Office in Pakistan has a broad and varied role. It provides an important Communication link to individual and businesses for:

  ▪  Exchange of official, commercial and private letters and communications. • Means
     for the dissemination of knowledge, culture and information on national and current
     affairs through a low priced (compared to letters) transmission of printed material
     and newspapers.

  ▪  Facilities to trade and industry for exchange of sample of merchandise at minimum
     possible cost Facilities for the remittances of money from person to person,
     institution to rafts and money orders institution, place to place through postal orders,
     postal services.

  ▪  Provide financial services including savings bank facilities.
  ▪  Provide life insurance services through Postal Life Insurance.

3. Postal Network

Pakistan Post is providing postal services in every nook and corner of the country through a network of more than 13,000 post offices. Pakistan Post is providing delivery services to about 20 Million households and businesses as community service without any cost considerations. In addition to its traditional role, the Pakistan post also performs agency functions on behalf of Federal and Provincial governments, which inter alias include Saving Bank, Postal Life Insurance, Collection of Taxes, Collection of Electricity, Water, Sui gas and telephone bills.

4. Organization

An autonomous High Powered Postal Services Management Board with the Director General Pakistan Post as its Chairman has been established through Pakistan Postal Services Management Board Ordinance, 2002. The Board consists of the Director General as Chairman and members of the rank of Joint Secretary from Ministry of Finance, Ministry of Postal Services, Senior officers from Pakistan Post Office Department and experts from private sector. Executive management of postal and allied services below the Directorate General is done at three levels – the Circle Level, the Regional Level and Divisional / District Level. A Postmaster General heads a Circle and its territorial jurisdiction generally extends to a province. In carrying out their responsibilities, the Postmasters General are assisted by the Regional Deputy Postmasters General and Unit Officers at operational level.

5. Services being provided by Pakistan Post

    ▪  Postal Services
    ▪  Remittance Services
    ▪  Services
    ▪  Other Services International Post
    ▪  Agency Function

       (i) Postal Services
           Postal mail is generally divided into two categories i.e. Un‐Registered and
           Registered mail. Each category includes various kinds of articles of both Inland
           and International mail. The Services are: Letters, Parcels, Express Mail
           Services etc.

      (ii) Remittance Services
           Pakistan Post Office traditionally provides the facility of remittance of money
           through money order and postal orders. However, through Postal Draft Service
           larger amounts of money can be remitted.

     (iii) Agency Functions
           Pakistan Post Office Department also serves as the principal agency for the
           government in implementing key welfare polices. The department is providing a
           variety of Agency Services on behalf of the Federal, Provincial Governments and
           autonomous / corporate entities as per Annexure A on agreed rates of
           commission / service charges.

6. Automation and Allied Services at Pakistan Post

Pakistan Post has taken various measures to streamline the Post Office System on modern lines. One major area of improvement is introduction of information technology. A number of Information Technology projects have already been completed/implemented and a few more are in pipeline. A brief overview of some of the projects is as follow:

    a.   Benazir Income Support Program (BISP)
          A complete web‐enabled tracking and monitoring system for disbursement of
          funds for Benazir Income Support Program has been developed. The same is
          implemented at all GPOs throughout Pakistan.

    b.   Punjab Food Support Scheme
          Web enabled tracking and monitoring system has been developed and
          implemented for the Scheme.

    c.   Counter Automation
          Counter Automation System provides point of sale terminals equipped with
          computers, electronic weighing scales, barcode scanners and printers. The
          system ensures integrated/composite service provision at each counter. All 81
          GPOs throughout Pakistan have also been provided with the same facility.

     d.  Computerized Military Pension Payment System
          Pakistan Post disburses military pension payments to over 1.2 million military
          pensioners. The work for computerization of military pension was initiated in the
          year 2003 as pilot project. Subsequently, it was felt necessary o extend the
          scope of the project to all 81 GPOs. At present all 81 GPOs stand computerized
          for military pension payments.

     e.  Express Mail Track & Trace System (EMTTS)
          The Express Mail Track and Trace System enables Pakistan Post to track the
          Express and registered insured Mail items from end‐to‐end within the country, 
          providing both customers and management with valuable information relating to  
          the location of items. The customers can track the status of their article using 
          Internet through the website of Pakistan Post at www.ep.gov.pk.

     f.  Electronic Money Transfer
         A fully computerized system that transfers money from over 200 countries and
         territories to Pakistan within minutes has been implemented. Done with the
         collaboration of Western Union (WU), this system has received tremendous
         response from the public. Valuable Foreign exchange is being received through
         this legal channel of money remittance to Pakistan.

    g.  Revamping of Web Portal
         The web portal of Pakistan Post (www.pakpost.gov.pk) has been fully revamped
         and updated in accordance with the new vision and color scheme.

    h.  Computerization of Postal Life Insurance
         A comprehensive computerization plan for postal life insurance is being
         implemented. The system will have features including web integration for the
         convenience of the customers to view basic information about status of their
         policies.

7. Financial Health

Pakistan Post had revenue of Rs 6.2 billion against expenditure of Rs 6.042 billion during 2007‐08. For the last decade, Pakistan Post is running in profit. Postal Services and Financial Services contribute 38% and 62% respectively to the revenue. Daily transactions amount to Rs 4.7 billion.